Customer Experience Quality Specialist

As a Customer Experience Quality Specialist, you will be responsible to provide subject matter expertise for digital, product, service design and operations through detailed evaluations and testing of all customer touch points and systems (online and in person) to allow stakeholders to make well informed decisions for customer service enhancements, improve operational strategies and help Qatar Airways to enhance competitive edge and customer satisfaction by rapidly evolving. Carryout end to end customer journey audits in a role of a mystery shopper. Track and articulate NPS dashboards, customer rating scores, key drivers and other relevant metrics. Develop and maintain the digital journey report platform. Build a constructive bridge between customer experience design, operations stakeholders and training in order to streamline and improve processes to ensure Qatar Airways service proposition is protected and delivering highest standards in the industry.

Other key responsibilities are:

• Carry out end to end customer experience quality monitoring audits. Discreetly gather insights on various aspects of customer journey.
• Test all digital systems where customer interacts with the brand, including, but not limited to mobile apps, website, live chat, bots, pop ups and social media. Identify opportunities and propose enhancements to increase and ease customer connection and satisfaction.
• Responsible for understanding current customer proposition, feedback, industry standards, expectations and emerging trends through research, and use this to drive improved customer experience.
• Interact with employees and online platforms on all customer touch points to monitor and gauge customer service.
• Evaluate all ground experience touch points at base and in outstations and build on competitor research to further enhance Qatar’s proposition.
• Review and evaluate relevant airport facilities and services in order to enhance the customer experience for all areas.
• Contribute to development of customer journey design, engagement standards and KPl’s for all customer experience touch points for airport, ground, digital and inflight experience.
• Observe and record interactions with staff, noting their professionalism, product knowledge, and adherence to company protocols.
• Collect data, identify trends, prepare analysis and detailed feedback. Communicate, follow up and closure of audit findings.
• Provide experience and evidence-based insights for product, service design and delivery enhancements. Perform research activities, including competitor analysis and customer surveys.
• Identify and document areas of noncompliance throughout the customer journey, determine root causes, prepare consolidated reports and propose evidence-based solutions to mitigate such issues.
• Identify areas of opportunities by understanding the market, competition, customer needs and the develop proposals for continuous enhancement of Qatar Airways service proposition.
• Recognize and document instances of excellence for future rewards and recognitions to build internal / external loyalty.
• As a subject matter expert provide feedback on projects related customer experience to ensure propositions are deliverable by staff and consistently exceed customer expectations based on experience and research. Plan, prepare and be responsible for related documents and travel arrangements to carry out audits based on management guidance.
• Contribute to development and continuous update of audit checklists and platform.

Be part of an extraordinary story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.

Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.

Together, everything is possible.

About You

We are looking for a passionate and experienced professional to join the Product Development & Design Team

• Min. Diploma, Bachelors Degree or Equivalent
• 5+ years of experience of leading end to end customer experience quality audits for digital, product, service design and / or operations in luxury hospitality and / or full-service airline.
• Intermediate to advanced skill in MS Office and visualization tools such as Power BI
• Experience in a customer facing role with experience in a supervisory role.
• Understanding of airline customer experience

About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.

So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.